Working with Cases as a Company Admin¶
Before You Begin¶
Make sure the following are in place before creating or managing support cases as a Company Admin:
- CxCentral access with admin privileges. You'll need a CxCentral account with company admin permissions, using credentials provided by your organization.
- Understand your reach. As a company admin, you can create cases, edit open cases, view all cases across your organization, manage contact profiles, and bulk-edit case statuses. This is broader than a General User, who can only submit and view their own cases.
- Gather case details ahead of time. Have the title, priority, case type, and a clear description ready, plus any attachments, so you can complete the Create a Case form in one pass.
- Line up your CC recipients. Decide who should be kept in the loop before you create the case. CC'd recipients receive email notifications for any case activity, so confirm their addresses up front.
- Set up contact profiles. If you're managing contacts, have each person's name and email ready (both required); all other details are optional. Profiles let you tie cases back to the right people in your organization.
- Check your attachments. Confirm each file is within the size and format limits below before uploading.
Limits and Constraints¶
Keep the following limits in mind when using Cases:
- Closed cases can't be edited. To make changes to a closed case, you must reopen it first.
- Attachment size. Each file must be 10 MB or smaller.
- Supported file types. Only JPG, PNG, PDF, DOC, XLS, CSV, and ZIP files can be attached.
- Preview limitations. PDF, CSV, and DOC files can't be previewed in the attachment box—they must be downloaded to open on your computer.
- Fixed status options. Case status is limited to the available set: Open, Pending, Closed, In Progress, Waiting on Customer, and Waiting on Third Party.
- Company name is locked on profiles. When editing a contact profile, you can update general information, phone numbers, and address details, but you can't change the company name.
- Required profile fields. A name and email address are required to create a profile; everything else is optional.
- Notifications are automatic. Editing a case triggers an email notification detailing the changes.
Step-by-Step Instructions ¶
Create a Case¶
- Go to https://portal.pronetx.com.
- Sign in with the credentials your organization provides.
- Click Support in the top right corner of the screen. This takes you to the Create a Case page.
- Enter a Title, Priority, Case Type, and Description for your case. Add attachments or comments as needed.
- (Optional) Add CC recipients to the case. All CC’d recipients will get email notifications for any case activity.
- Click Save.
View All Cases¶
You can view your case history and all cases submitted across your organization. This provides information on case trends, product issues, and user profiles.
- Log in to CxCentral.
- Go to the menu on the left side and expand Cases.
- Click View all Cases.
Edit a Case¶
- On the cases dashboard, click the Reference Number for the case you want to edit. This opens the Case Details page.
- On the Case Details page, click Edit Case.
- Edit the case details and add attachments or comments to the case.
- Click Update to apply your changes.
Once case details are updated, you'll receive an email notification detailing the changes.
Note: You can't edit a case if it's Closed. You need to reopen a closed case to make any edits.
Add Attachments¶
- Click the Reference Number of a case to open the case details page.
- Under the case details, upload images and files in the attachments box. You can drag and drop or click the attachments box to select files from your computer.
- Once attachments are added, you can preview the file in the attachment box. If a preview is not available, click the Download button to open the file on your computer.
Note: Some file types (PDF, CSV, and DOC) cannot be previewed in the attachment box but can be downloaded and opened on your computer. The maximum file size is 10 MB per file. Supported file types include JPG, PNG, PDF, DOC, XLS, CSV, and ZIP.
Add Comments ¶
- Click the Reference Number of a case to open the case details page.
- Under case detail, scroll down to the Comments box.
- Enter your comment in the text box and click Submit Comment. The Comments section shows all conversation and notes for the case.
Bulk Edit Cases ¶
- On the cases dashboard, select the cases you want to edit.
- Choose the status from the status dropdown for the selected cases. You can choose Open, Pending, Closed, In Progress, Waiting on Customer, or Waiting on Third Party.
- A pop-up confirms the status change for the selected cases. Click Confirm to apply your changes.
Search and Filter Cases ¶
The cases dashboard displays comprehensive case information across your organization, including Status, Reference Number, Title, Priority, Case Type, Creation Date, and Last Updated Date. You can use the filters to quickly search for cases or collect data about your organization’s support trends.
- On the cases dashboard, enter the Reference Number into the Case Search box at the top of the page.
- Use the Status dropdown at the top of the page to filter by case status or click the calendar icon to search using a date range.
Use these filters to identify patterns, track product issues, and analyze support trends across your organization.
View Case Details ¶
- Click the Reference Number of any case to open the case details page.
- Review the comprehensive overview including all activity, assigned agent, assigned queue, comments, and attachments.
This allows you to understand user issues in depth and identify areas where users are experiencing difficulties with products.
Create Profiles ¶
Profiles allow you to easily view and manage contacts and information associated with your organization.
- Go to the menu on the left side and expand Cases.
- Click Contacts.
- On the Contacts Management page, click Add Contact.
- Enter the information for the profile. Note: A name and email address are required. All other information is optional.
- Click Save Profile.
View Profiles ¶
- Go to the menu on the left side and expand Cases.
- Click Contacts.
The Contacts Management page shows the total number of profiles and cases and lists the profiles in your company.
Search for Profiles ¶
- On the Contacts Management page, enter a name in the search bar.
- Use the Status dropdown to toggle between Active and Inactive profiles.
Edit Profiles ¶
- On the Contacts Management page, navigate to the profile you want to edit.
- In the Actions column, click the pencil icon.
- Edit the details for the profile. You can edit general information, phone numbers, and address details. Note: You can’t change the Company name.
- Click Update Profile to apply your changes.
Export Cases¶
The Export Cases feature in CxCentral allows you to download case data from the Cases module as a CSV (Comma-Separated Values) file. You can apply filters within the Export dialog to control which cases are included in the exported file. This is useful for reporting, auditing, and offline analysis of your case data.
Key Points:
- The export generates a CSV file that can be opened in spreadsheet applications such as Microsoft Excel or Google Sheets.
- Filters applied in the Export dialog are independent of the filters on the main Cases table. Changing filters in the Export dialog does not affect the table view.
- You can filter by Status, Priority, Case Type, and Date Range before exporting.
How to Export Cases¶
- Navigate to the View All Cases page.
- Locate the Export button in the upper-right toolbar area, above the cases table.
- Click the Export button.
Export Filters¶
The Export Cases dialog provides the following filter options to narrow down which cases are included in the CSV export. Each filter is described below.
Search¶
The Search field at the top of the Export dialog reflects the search term currently applied on the main Cases table. It displays "No search applied" if no search is active.
This field is read-only within the Export dialog (indicated by a lock icon). To change the search term, close the Export dialog, update the search on the main Cases page, and then reopen the Export dialog.
Status¶
The Status filter is a multi-select dropdown that allows you to select one or more case statuses to include in the export. The dropdown label displays the primary selection and a count of additional selected statuses.
Available status options:
| Status | Description | Default Selection |
|---|---|---|
| Open | Cases that are currently open and active. | Selected |
| Pending | Cases awaiting further action or information. | Selected |
| Closed | Cases that have been resolved and closed. | Not selected |
| In Progress | Cases currently being worked on. | Selected |
| Received | Cases that have been received but not yet actioned. | Not selected |
| Waiting on Customer | Cases where a customer response is needed. | Selected |
| Waiting on Third Party | Cases waiting on an external party. | Not selected |
To change the status filter, click the Status dropdown, then check or uncheck the statuses you want to include or exclude from the export.
Priority¶
The Priority filter allows you to limit the export to cases of a specific priority level. By default, it is set to "All priorities", which includes all cases regardless of priority.
Available priority options:
- Low
- Medium
- High
- Urgent
Case Type¶
The Case Type filter allows you to limit the export to cases of a specific type. By default, it is set to "All case types", which includes cases of every type.
Available case type options:
- Bug Report
- Feature Request
- Technical Support
- Alarm
- Account Issue
- Other
Date Range¶
The Date Range filter allows you to limit the export to cases created within a specific time period. By default, no date range is applied (all dates are included).
To set a date range:
- Click the calendar icon next to the dropdown, labeled "Date Range".
- A date picker opens, showing a dual-month calendar view (e.g., the current month and the next month).
- To select a custom date range, click on a start date and then click on an end date on the calendar. Use the left and right arrows to navigate between months. Alternatively, use one of the quick select presets on the right side of the date picker (see table below).
- Click Update to apply the selected date range, or click Cancel to discard changes.
Date Range Quick Select Presets:
| Preset | Description |
|---|---|
| Today | Includes only cases from today. |
| Yesterday | Includes only cases from yesterday. |
| Last 7 days | Includes cases from the past 7 days. |
| Last 14 days | Includes cases from the past 14 days. |
| Last 30 days | Includes cases from the past 30 days. |
| This Week | Includes cases from the current calendar week. |
| Last Week | Includes cases from the previous calendar week. |
| This Month | Includes cases from the current calendar month. |
| Last Month | Includes cases from the previous calendar month. |
Executing the Export¶
After configuring your desired filters:
- Review your selected filters in the Export Cases dialog to confirm they match the data you want to export.
- Click the Export button at the bottom-right of the dialog.
- A CSV file will be generated and downloaded to your browser’s default download location.
- To cancel the export without downloading, click Cancel or the X icon in the upper-right corner of the dialog.
Reviewing the Metrics Dashboard¶
The Metrics Dashboard provides a centralized, real-time overview of your case management activity within CxPortal. It is designed to give support managers, team leads, and agents immediate visibility into case volume, status distribution, priority breakdown, and resolution performance across all companies or a selected company.
Accessing the Metrics Dashboard¶
To access the Metrics Dashboard, navigate through the left sidebar menu:
- Click Cases in the left sidebar to expand the Cases submenu.
- Click Metrics Dashboard.
| Menu Item | Description |
|---|---|
| View all Cases | Opens the full list of all cases with search and filtering capabilities. |
| Metrics Dashboard | Displays aggregated case metrics, charts, and recent activity (current page). |
| Contacts | Manages contact records associated with cases. |
Filtering Dashboard Data¶
The Metrics Dashboard provides two filters located in the upper-right area of the page. These filters control the data displayed across all summary cards, charts, and the Recent Cases table.
Company Filter¶
The Company Filter is a dropdown labeled “All Companies” by default. It allows you to narrow all dashboard metrics to a single company or view data across all companies.
- Click the dropdown to open the list of available companies.
- Use the Search Company… text box at the top of the dropdown to quickly find a company by name.
- Select a company to filter, or select All Companies to reset the filter.
- The currently selected option is indicated by a checkmark.
Date Filter¶
The Date Filter button, labeled “Filter by date,” opens a calendar-based date range selector. It allows you to narrow the dashboard data to a specific time period.
Calendar Picker¶
- Displays two months side by side for easy range selection.
- Use the left and right arrows to navigate between months.
- Click a start date and an end date to define a custom range.
- The maximum selectable range is 365 calendar days.
- Click Update to apply the selected range or Cancel to discard changes.
Quick-Select Presets¶
The date filter also provides the following preset time ranges for quick selection:
| Daily / Weekly | Monthly | Quarterly / Yearly |
|---|---|---|
| Today | This Month | This Quarter |
| Yesterday | Last Month | Last Quarter |
| This Week | Month to Date | Quarter to Date |
| Last Week | Last 30 days | Last 90 days |
| Week to Date | This Year | |
| Last 7 days | Last Year | |
| Year to Date |
Summary Cards¶
At the top of the dashboard, six key performance indicator (KPI) cards provide an at-a-glance summary of case activity. Each card displays an icon, a descriptive label, and a large numeric value.
| Card | Description |
|---|---|
| Total Cases | The total count of all cases in the system, regardless of status. |
| Open Cases | The number of cases currently in an Open status. |
| Closed Cases | The number of cases that have been resolved and marked as Closed. |
| Waiting on Customer | The number of cases that are pending a response or action from the customer. |
| Avg. Resolution Time | The average amount of time taken to resolve a case, displayed in minutes. |
| Case Created Today | The number of new cases submitted on the current calendar day. |
These cards update dynamically based on the active Company and Date filters.
Metrics Breakdowns¶
Below the summary cards, three side-by-side chart panels provide visual breakdowns of case data by status, priority, and type.
Cases by Status¶
This panel displays a donut chart grouped by case status. The largest segment is shown prominently in the center of the chart with its count and label. A color-coded legend below the chart lists every status and its case count.
Available Case Status
| Status | Description |
|---|---|
| Open | Case is open and awaiting action. |
| Pending | Case is pending further information or review. |
| Closed | Case has been resolved and closed. |
| In Progress | Case is actively being worked on by an agent. |
| Received | Case has been received but not yet assigned or started. |
| Waiting On Third Party | Case is waiting on a response from an external third party. |
| Waiting on Customer | Case is waiting on response form a customer. |
Cases by Priority¶
This panel displays a donut chart grouped by case priority. The visual style is the same as the Cases by Status chart. A color-coded legend lists all priority levels with their respective case counts.
Available Priority Levels
| Priority | Description |
|---|---|
| Low | Non-urgent issue with minimal impact. |
| Medium | Moderate impact requiring timely attention. |
| High | Significant impact requiring prompt resolution. |
| Urgent | High-impact issue requiring immediate attention. |
Cases by Type¶
This panel shows the distribution of cases across different categories. It features a horizontal stacked bar at the top for a visual proportion overview, followed by a categorized list. Each entry displays an icon, the type name, a count (in parentheses), and a percentage of total cases.
Available Case Types
| Case Type | Description |
|---|---|
| Bug Report | A report of a software defect or unexpected behavior. |
| Feature Request | A request for new functionality or an enhancement. |
| Technical Support | A request for technical assistance or troubleshooting. |
| Alarm | A critical issue that requires immediate attention |
| Account Issue | An issue related to user accounts, access, or permissions. |
| Other | Cases that do not fit into a predefined category. |
A “Total cases by type” summary is displayed at the bottom of this panel.
Queue and Date Analysis¶
Below the Metrics Breakdowns section, two additional panels provide insights into case distribution by queue and case creation trends over time.
Cases by Queue¶
This panel displays a horizontal bar chart showing how cases are distributed across the available support queues. Each queue entry includes:
- A color-coded dot identifying the queue.
- The queue name.
- The case count and percentage of total cases.
- A proportional horizontal bar representing the relative volume.
- A “Total cases in queues” summary count is displayed at the bottom of this panel.
Cases by Date¶
This panel displays a vertical bar chart showing the number of cases created per day. Key features:
- Defaults to a Last 7 days view.
- The X-axis displays individual dates (e.g., 20 Jun, 21 Jun, 22 Jun).
- The Y-axis displays the case count.
- A Total count is shown in the top-right corner of the panel.
- This panel has its own Last 7 days filter button, allowing you to adjust the time range independently of the global date filter.
Recent Cases¶
The bottom section of the Metrics Dashboard displays a table titled “Recent Cases” with the subtitle “Latest case submissions.” This table shows the 10 most recently updated cases. A “View all cases” link in the upper-right corner of this section navigates to the full case list.
Table Columns
| Column | Description |
|---|---|
| # | Sequential row number (1 through 10). |
| Reference Number | A unique numeric identifier for the case. Displayed as a clickable link that opens the full case detail view. |
| Title | The subject or title of the case as entered during submission. |
| Status | The current status of the case, displayed as a color-coded badge (e.g., Pending, In Progress, Received). |
| Priority | The assigned priority level, displayed as a color-coded badge (e.g., Low, Medium, Urgent). |
| Created | The date and time the case was originally created. |
| Updated | The date and time the case was last modified. |
Global Header Controls¶
The global header bar across the top of the page contains the application title “Cases” and three icon buttons in the upper-right corner:
| Icon | Function |
|---|---|
| Headset | Opens the support or help interface. |
| User Account | Opens the user account or profile settings. |
| Logout | Signs the current user out of CxPortal. |
These controls are available globally across all pages within the Cases module and are not specific to the Metrics Dashboard.\